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Ironically, this is often driven by fear of causing offence!Īs a disabled consumer myself, I have seen the best and worst of customer service on the high street. I’m sure that, in the overwhelming majority of cases, staff members didn’t intend to cause offence, it just reflects a lack of confidence in interacting with disabled customers. They confirmed this had previously led to them leaving a shop without parting with a penny. Many people I talk to have observed that disabled people can appear invisible during a shopping experience and that staff actively avoid making eye contact or saying hello.
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Son, daughter, niece, cousin or through a friend. I am always amazed (but shouldn’t!) at how many people are connected to a disabled person in some way. This is the hidden side to accessibility – providing customer service that meets the needs of people with disabilities.
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UK businesses could be missing out on as much as £420 million a week in lost sales as a result.75% of disabled people and their families say they have left a shop because of poor customer service.4 in 5 disabled people have a hidden impairment.After all, it’s very hard for people with physical disabilities to do or buy very much without them! Happily, many retailers are well aware of the importance of accessibility in terms of people’s physical needs – wheelchair ramps, lifts, etc. At 9am on Thursday 6 th July we arrived at Costa Coffee on level 2 at intu Lakeside Shopping Centre with one purpose: to tell as many people about our new Help Me Spend My Money campaign as we could before closing time.